Customer Engineer - Cleveland, OH

Vertiv Group•Cleveland, OH

About The Position

Vertiv is hiring a Customer Engineer to install, commission, and provide scheduled and emergency service for small- to large-sized UPS systems, power distribution units, other power products, and battery systems serviced by Vertiv. Work is performed in line with the employee’s classroom and on-the-job training. The Customer Engineer builds and maintains productive relationships and collaboration with customers, coworkers, sales representatives, and others. The role includes performing service work under direct supervision or independently as training permits, providing on-site and phone assistance, consulting with Technical Support, implementing Field Change Notices, and staying current on safety and service updates. The employee follows company and customer safety requirements, completes administrative and inventory tasks, maintains company property, and communicates effectively with customers and internal teams. The position requires travel, flexible scheduling that may include weekends, evenings, and holidays, and may include on-call responsibilities. The role is safety-sensitive and requires successful pre-employment drug, background, and motor vehicle records checks. The anticipated salary range for the Cleveland, Ohio locality is $64,032 to $80,075 per year. The role is eligible for a competitive benefits program that includes medical, dental, vision, paid time off, and a 401(k). Depending on the role and offer terms, additional compensation may include merit increases, annual bonus, stock, profit sharing, allowances, travel or car expenses, and sales incentives.

Requirements

At least one of the following experience or education pathways: 4 or more years of military experience in a related technical field, or 2 or more years of relevant industry experience.
Valid driver's license.
Professional and respectful written and verbal communication skills.
Ability to manage time and balance technical and administrative tasks.
Ability to collaborate with peers, customers, suppliers, and leadership.
Ability to complete administrative work such as report writing, time entry, expense reporting, material debriefing, and inventory counting in a timely manner.
Basic site evaluation skills, including assessment of environmental temperature and general operating conditions.
Familiarity with electrical and electronic test equipment and fundamentals.
Ability to follow written technical documentation, including procedures and product manuals.
Ability to use basic repair techniques under directed supervision and complete service tasks to return equipment to operating condition under directed supervision.
Ability to summarize and report work performed in written and verbal form.
Proficiency with a personal computer and associated applications, including Microsoft Office and Vertiv software.
Ability to meet the physical requirements of the position, including lifting up to 50 pounds consistently and up to 75 pounds occasionally.
Successful completion of pre-employment drug testing, a background check, and a motor vehicle records check.
Legal authorization to work in the United States; the employer does not provide sponsorship.

Nice To Haves

ASEET or AMEET qualification, or progress toward either.

Responsibilities

Perform service tasks as assigned and in accordance with company policies and procedures, working under direct supervision or independently as training permits.
Provide on-site and telephone assistance to customers.
Communicate with Technical Support about technical or procedural issues.
Implement Field Change Notices according to published guidelines and stay current on safety bulletins, safety field change notices, field change notices, and service tips.
Operate safely according to published guidelines, wear required personal protective equipment, follow fatigue management guidance, complete safety training, and comply with customer site safety requirements.
Maintain and operate the company vehicle in accordance with local laws and company policy.
Report work-related accidents or injuries to appropriate personnel within eight hours.
Complete timecards, expense and mileage reports, service request closures, service reports, and other administrative tasks accurately and on time.
Maintain individual inventory and perform cycle counts according to company policy.
Maintain company property, including the vehicle, credit cards, personal protective equipment, test equipment, and laptop.
Communicate appropriately with internal and external customers, provide estimated arrival times when applicable, and deliver completed scheduled-maintenance documentation to the customer and local office.
Work toward first-time fixes and maintain customer satisfaction rates according to company guidelines.
Maximize productivity by combining service opportunities and completing technical and administrative work efficiently and on time.
Make technical and commercial decisions under pressure and correctly evaluate sites and equipment for billing status.
Maintain productive utilization, meet on-site response-time requirements, follow the company dress code and safety regulations, and use startup and escalation processes.
Maintain adequate internal communications.

Benefits

Company vehicle, smartphone, laptop, personal protective equipment, and other tools of the trade.
401(k).
Profit sharing.
Generous paid time off and vacation plan.
Medical insurance.
Vision insurance.
Dental insurance.
Potential additional rewards such as merit increases, annual bonus, stock, allowances, travel or car expenses, and sales incentives, depending on the role and offer terms.
Technical and leadership development, including hands-on training at a Training Academy or Regional Training Center.
24/7 technical and factory support and online technical documentation and troubleshooting resources.